Community Based Mentoring Program - Enrollment & Match Specialist

POSITION OVERVIEW:

Reporting to the Senior Manager of Community-Based Programs, the Community-Based Enrollment & Matching Specialist (EMS) provides case management services to children and youth (Littles), families, and mentors (Bigs) through regularly scheduled telephone, electronic and in-person contact as outlined by Agency and national standards. Additionally, the EMS supports the Community-Based team by facilitating the enrollment process of Bigs and Littles, conducting information sessions, interviewing applicants, writing assessments, processing applications, matching mentoring pairs, conducting Live Scan fingerprinting, and performing administrative tasks, including inputting notes into the database website.

This is a full-time, hybrid position with a mix of virtual and in-office responsibilities, and it requires occasional travel for program events, trainings, and meetings with mentees, mentors, and families.

ESSENTIAL JOB ACTIVITIES AND RESPONSIBILITIES

The activities and responsibilities outlined below represent the core functions required for successful performance in this role. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform these essential functions.

Volunteer & Family Engagement

• Build and maintain positive, professional relationships through regular one-on-one interactions with volunteers, youth, and families.
• Provide exceptional customer service throughout the volunteer, youth, and family experience.
• Assess and refer youth and families to additional community resources or services when appropriate.
• Identify and remove barriers that may interfere with successful completion of the enrollment process.
• Participate in community outreach events to engage prospective volunteers and families.
• Assist at agency events as needed.

Enrollment & Assessment

• Conduct comprehensive volunteer, guardian, and youth enrollment interviews, including youth safety education and required intake procedures.
• Enter and maintain accurate participant information in Salesforce CRM and other required systems.
• Review enrollment information and assessments to determine participant eligibility and recommend acceptance into the program.
• Prepare timely, accurate enrollment reports and recommendations based on participant assessments.
• Meet or exceed established monthly performance goals related to volunteer and youth enrollment, processing timelines, participant yield, and customer satisfaction.

Matching & Program Coordination

• Recommend appropriate mentor-mentee matches based on participant assessments and program guidelines.
• Facilitate match introductions following approval and coordinate schedules with volunteers and families.
• Recommend participant training and support needs to the Match Support team.
• Collaborate with Service Delivery staff to ensure seamless transitions throughout the participant lifecycle.
• Maintain complete, accurate, and timely participant records in accordance with BBBSA Standards, the Service Delivery Model, agency policies, and the BBBSLA Program Manual.

Child Safety & Risk Management

• Apply BBBSA child safety standards, risk management practices, and agency policies throughout all aspects of service delivery.
• Identify child safety concerns affecting volunteers, youth, or families and take appropriate action.
• Immediately elevate concerns to the Senior Program Manager and participate in required reporting to the Los Angeles County Department of Children and Family Services (DCFS) when necessary.

Collaboration & Organizational Support

• Communicate potential partnership, volunteer recruitment, and donor opportunities identified through volunteers, families, employers, and community stakeholders to the Development, Marketing, and Recruitment teams.
• Collaborate across departments to support organizational goals and enhance participant experiences.

Performance Expectations

• Meet or exceed monthly goals for volunteer and youth enrollment, including interviews, matches, and match activities.
• Complete interview assessments within 48 hours.

The statements above reflect the general nature and level of work assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, or skills required. This job description may be updated or revised as organizational needs evolve.

QUALIFICATIONS & EXPERIENCE:

• Bachelor's degree in Social Work, Human Services, Psychology, Child Development, Education, or a related field required.
• Minimum of one (1) year of experience working with children, families, volunteers, or community members in assessment, case management, counseling, education, mentoring, or a related human services environment preferred.
• Successful completion of a fingerprint-based background check and all other pre-employment screening requirements.
• Valid California driver's license, reliable transportation, and proof of current automobile insurance required for travel to participant homes, schools, community locations, and agency events.
• Bilingual proficiency (English/Spanish) strongly preferred.
• Strong interviewing, assessment, and relationship-building skills with youth and adults.
• Excellent written, verbal, and interpersonal communication skills, including the ability to navigate sensitive or difficult conversations with professionalism, empathy, and discretion.
• Strong customer service orientation with the ability to establish trust and maintain positive participant experiences.
• Excellent organizational, time management, and attention-to-detail skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Ability to work independently while collaborating effectively with cross-functional teams and community partners.
• Proficiency with Microsoft Office (Word, Excel, Outlook, and PowerPoint) and the ability to quickly learn Salesforce CRM and other agency database systems.
• Comfortable presenting information to individuals and small groups, including conducting orientations, trainings, and community presentations.
• Demonstrated adaptability, sound judgment, and the ability to maintain confidentiality while managing changing priorities.
• Willingness to work a flexible schedule, including occasional evenings and weekends, to meet program and participant needs.

COMPETENCIES:

Customer & Family Focus: Demonstrates a strong commitment to providing exceptional service to youth, families, volunteers, staff, and community partners. Builds trusting relationships, responds with professionalism and empathy, values diversity and inclusion, and is dedicated to creating a positive experience throughout the enrollment and matching process.

Communication & Active Listening: Communicates clearly and professionally while practicing active listening. Demonstrates empathy, asks thoughtful questions, and accurately understands the perspectives and needs of youth, families, volunteers, and colleagues. Recognizes and appropriately responds to child safety concerns.

Relationship Building: Builds positive, collaborative relationships with diverse individuals and groups. Uses diplomacy, professionalism, and sound judgment to navigate challenging situations, resolve conflicts, and foster mutual understanding.

Approachability & Professionalism: Creates a welcoming and supportive environment where youth, families, volunteers, and colleagues feel respected and valued. Demonstrates patience, compassion, and professionalism while maintaining appropriate boundaries.

Planning & Organization: Effectively manages multiple priorities, maintains strong attention to detail, and organizes work to meet deadlines while ensuring quality, accuracy, and compliance with agency standards.

Initiative & Accountability: Demonstrates personal ownership of responsibilities, follows through on commitments, proactively identifies solutions, and consistently delivers high-quality work while supporting team and organizational goals.

Results Orientation: Works with a sense of urgency and purpose to achieve established goals and performance expectations. Monitors progress, adapts to changing priorities, and seeks continuous improvement in service delivery and outcomes.

Adaptability & Collaboration: Works effectively as part of a collaborative team, embraces change, shares knowledge, and contributes to a positive work environment while supporting cross-functional initiatives and organizational priorities.

WORK ENVIRONMENT:

The conditions outlined below are representative of those encountered while performing the essential functions of this role.

• Work setting: Hybrid office environment with flexibility in scheduling. Evening and weekend work may be required to support organizational needs.
• Travel: Independent travel to partner sites, events, and meetings required.
• Physical demands: While performing the duties of this job, the employee will regularly be required to sit, stand, walk, reach with hands and arms, and communicate verbally. The role requires frequent use of a computer, telephone, and other standard office equipment. The employee must occasionally lift and/or move up to 25 lbs.

Equal Employment Opportunity

BBBSLA is committed to providing equal employment opportunities to all qualified individuals. Employment decisions are based on organizational needs, job requirements, and individual qualifications, without regard to race, color, religion, creed, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, physical or mental disability, medical condition, genetic information, sexual orientation, gender identity, gender expression, marital or domestic partnership status, military or veteran status, family or parental status, or any other status protected by federal, state, or local law.

Americans with Disabilities Act

BBBSLA is committed to complying with all applicable provisions of the Americans with Disabilities Act (ADA) and state disability laws. Applicants and employees who require a reasonable accommodation to perform the essential functions of their job are encouraged to notify the organization. Reasonable accommodations will be determined on a case-by-case basis, consistent with applicable law.

Big Brothers Big Sisters is an Equal Opportunity Employer.